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Customer Service Representative

Posting Date: Aug 1, 2019

Location: Moncton, New Brunswick, CA, E1C 8L3

Company: Medavie Blue Cross

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. We are proud to be a not-for-profit organization dedicated to giving back to the communities where we live and work, and to ensuring our employees thrive in our award-winning, collaborative culture. We are one of Canada’s Most Admired Corporate Cultures and are recognized as a Caring Company, a designation for national leaders in community investment and social responsibility.

Our team of 2,100 professionals work across six provinces. We excel by living our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring the health and wellness of our employees and their families, along with personal and professional growth, through a variety of programs and support at all levels of our organization.

Along with Medavie Health Services, we are part of Medavie — a national health organization with over 6,400 employees. Together, our mission is to improve the wellbeing of Canadians. 

Job Title: Customer Service Representative
Department: Provincial Programs
Competition: 5369
Internal/External: Internal/External
Employment Type: Full Time, Permanent
Location: Moncton, NB
Salary: Starting $30,598-35,000
Reports To: Team Leader


What’s in it for you?


What makes us a different kind of employer? We WANT you to have work-life balance, it’s in our DNA. No overnight shifts, no weekends, paid time off to take care of yourself or the ones you love and because we’re in the health business – paid benefits and perks to keep you at your very best.


We have a team of individuals who help our members get what they need to be and stay healthy. Our award-winning work environment offers a bright window filled work space, team leaders who really care, unmatched training and support and most important – we want you to stay and grow with us so we ensure that you have the resources to reach your professional goals.


Far from your typical contact center experience – we have some of the highest employee satisfaction scores in the whole company. We offer:


  • Comprehensive health and dental plan that is 100% employer paid effective on your first day
  • Consistent schedule, no weekends!
  • We pay you to become awesome – we offer extensive paid training
  • Opportunities for career development and advancement
  • Emphasis on work life balance, providing wellness benefits, health resources and fitness center discounts
  • A great work environment from your co-workers to a work space to call your own

Your every day with us:

As a Customer Service Representative, you communicate with key customers by telephone and/or in writing in a knowledgeable and personable manner. Our customer service representatives work in a contact centre environment with moderate to high call volumes. Performance is measured based on a combination of quality, timeliness and availability to the customer. The Customer Service Representative is required to remain current with respect to policy and procedure changes and will liaise closely with the Pharmacy Consultant, co-workers and Management. The goal of the Customer Service Representative is to be proactive about providing consistent, reliable customer service experiences.


Hours of work are 36.25 hours/week and individuals must be available to work on a rotational basis between core business hours of 8 a.m. – 5 p.m., Monday to Friday.


Key Responsibilities


  • Serve as the initial contact resolution for incoming telephone calls;
  • Assess customer needs and address issues in a timely manner, (including appropriate customer follow up) meeting quality objectives;
  • Educate customers in understanding the program;
  • Provide superior customer service by being proactive in meeting customer needs;
  • Handle sensitive issues in order to ensure customer satisfaction, while demonstrating empathy and creativity;
  • Produce clear and effective written materials;
  • Adhere to privacy guidelines following proper procedures;
  • Provide advice and recommendations to People Leader regarding procedures development relating to policy changes requested by the Department of Health;
  • Support and follow policies defined by the Department of Health;
  • Adhere to the performance measures under the Service Level Agreement Contract;
  • Review and provide input for the maintenance and upkeep of the procedural documentation;
  • Provide operational support to the Provincial Programs as needed.


What you need to succeed:


Education: High school and one year post-secondary diploma or equivalent


Work Experience: 1 to 2 years relevant experience


Other Qualifications:


  • Highly effective listening skills to ascertain customers’ needs, and determine appropriate action required for resolution.
  • Excellent verbal skills for explaining complex issues to customers.
  • Excellent written communication skills.    
  • Have the ability to work on a variety of tasks;
  • Have a high attention to detail;
  • Have a positive attitude and the desire to be a team player
  • Work well with limited supervision;
  • Work  well in a fast-paced office environment;
  • Possess good customer service skills;
  • Have strong organizational skills and a high level of accuracy;


Computer Skills:


  • Experience working in a PC setting with multiple software applications including experience navigating between applications and the internet. Strong keyboarding skills and the ability to enter data with speed and precision.    
  • have accurate typing skills and a strong knowledge of PC software programs (particularly Microsoft office, Word and Excel);


Language Skills: Proficient in French and English both spoken and written is required for this position





We would like to thank all candidates for expressing interest.  Please note only those selected for interviews will be contacted.

Medavie Blue Cross is an equal opportunity employer.

Job Segment: Customer Service Representative, Pharmacy, Claims, Call Center, Customer Service, Healthcare, Insurance